I deposited money and won. I had to send documents to verify my account which was verified fine on the 29th April. My pending withdrawals were still"under review" I contacted the casino via Live chat numerous times to be told the relevant team were dealing with my request. I have now received an email stating I have been playing from a country that is illegal and they have refused my withdrawals, closed my account and blacklisted me. Can you help get me the withdrawals? At no point did I see that it wasn't allowed to play in the UK, and if this was the case why did they verify my account and continue to let me deposit funds?

Kind regards

Dear Steph5,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mad Casino. I checked the website and attempted to register an account using UK credentials, successfully.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you were allowed to deposit? Were your deposits refunded?
• Which documents have you asked to provide during verification of your account?
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thanks for your reply,

The last time I deposited money was Friday 2nd May.

My deposits have been returned.

I provided a photographic provisional UK driving licence, my bank card and a pdf of a bank statement.

I didn't use a bonus I achieve the winnings only from the money I deposited.

I have since received a welcome email from mad casino today inviting me to register and a welcome bonus.

Kind regards

Any updates?

Thank you very much, Steph5, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Steph5,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

OK thanks

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Steph5,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

OK thanks Martin

Dear Steph5,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to recommend you contact the gaming authority (Anjouan Gaming - AOFA). This is the official regulator of this casino site and you can submit a complaint directly to them. You can find more information regarding their complaint process HERE, however, I could not find any license validator on the casino website. Therefore, I recommend you submit a complaint by email ([email protected]). I am also adding a link to our article dedicated to complaint processes with regulators in general, HERE. In case you have any further questions, please contact me at [email protected].

I am sorry I could not be of more help

Martin